Service Desk Analyst

About the Opportunity
Service Desk Personnel with the Tennessee Department of Transportation (TN-DOT). The role supports IT operations for the state agency and requires on-site presence in Nashville, TN. Candidates must be local or reasonably close to Nashville.

Role & Responsibilities
- Must be able to lift at least 50 pounds.
- Handle call volumes of up to 30 calls per day.
- Provide People/Customer Service support.
- Manage Printer Administration and Troubleshooting including Server Print Queue and local Queues.
- Perform Active Directory Management: navigate Different OUs, look up attributes, reset passwords, and unlock accounts.
- Manage iOS devices: set up new phones/iPads, reset iTunes accounts, reset network settings, and backup/restore device data.
- Support Video Conferencing using Cisco Webex, MS Teams, and Cisco Presence video solutions.
- Conduct Network troubleshooting for Internal vs external, VPN, LTE, and Wi-Fi.
- Perform Application Troubleshooting for Account permission, Compatibility settings, and Browser vs installed applications.
- Provide Remote support via MSRA, RDP, TEAMS, Webex.
- Execute Hardware Deployment.
- Manage ServiceNow for Ticket management and Ticket assignment.

Skills & Qualifications
Must-Have
- Must be able to lift at least 50 pounds.
- IT Call Center Experience preferred.
- Able to handle call volumes of up to 30 calls per day.
- People/Customer Service skills required.
- Able to navigate Different OUs.
- Able to look up attributes.
- Able to reset passwords and unlock accounts.
- iOS Management, Support, and Deployment experience.
- 3 years of experience in each of the above required areas.

Preferred
- Experience with Cisco Webex, MS Teams, Cisco Presence.
- Experience with VPN, LTE, Wi-Fi troubleshooting.
- Experience with MSRA, RDP, Webex for remote support.
- Experience with ServiceNow ticketing system.

Benefits & Culture Highlights
- Expenses allowed for the role.
- Background verification required (minimum verification requirements).